Whatever you’ve ordered from us either instore or on the phone – you’ll find all the ins and outs of our terms and conditions right here. We’ve tried to keep it as short as possible, and as free from technical speak and legalese as we can. (If you have ordered online from Neptune.com/en-ie website, the terms & conditions on that web site apply).

We should say at this point, we may refer to the products you have purchased throughout these terms and conditions as products, designs, pieces, or accessories.

When it comes to our curtains and blinds service, ex-display pieces, gift cards, and our flooring designs, things are a little different. You’ll find the details on these at the bottom of this page.

If you ever have any questions, we’re just a phone call 01 4063882 or email customerservice@globalvillage.ie

The legal bit

Sometimes Neptune & our other suppliers provide care guides with products that advise you on how best to take care of them. We’re therefore not liable for any faults that may arise in your piece that have resulted from not following these guides.

By making a purchase from us, you undertake that all products ordered are for your own use and not under any circumstances for resale. Neptune or our other suppliers do not guarantee any resale items (second-hand).

It’s quite important to say that we’re not liable for any indirect losses, such as losses of revenue or profits, which are not reasonably foreseeable when you place your order (except for personal injury or fraud). This also includes any losses caused by us not being able to meet our obligations because of things outside our control.

Neptune by Global Village is the trading name of Global Village (Dublin) Limited. Our registered office is at Unit 10 KCR industrial Estate, Ravensdale Park, Kimmage D12 VH93 These terms fall under Republic of Ireland law and the jurisdiction of the Republic of Ireland courts.

About the designs

Neptune designs, from tables to flooring to paint, are made from natural materials wherever possible. Changes in colour, texture, and wood grain, knotting in wood, irregularities in glass, as well as slubs in fabrics, are just a lovely characteristic of this.

When it comes to paint in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. Because Neptune paint is produced using natural pigments and materials, there can be some colour variance across different batches too. When more than one tin of the same colour is to be used, Neptune recommend that the tins are mixed beforehand. And when redecorating a previously painted area, Neptune advise completely repainting rather than ‘spot’ repairing for the most consistent finish.

We always try our best to make sure that the descriptions, images, and prices on our website and in our literature are accurate. Sometimes we can’t control this (for instance, computer monitors can affect colour), but if you spot something that you think is amiss, let us know and we’ll try to solve it as soon as possible.

What happens if we get the price wrong?

Even though we do our very best to make sure all our designs have the right price in store and online, very rarely we might get it wrong.

If that happens in store, we’ll let you know before you pay for it, and you’ll pay the correct price if you’d still like to take it home.

Online, we’ll let you know before we send the order out to you to see if you’d like to pay the correct price or cancel the order. If we can’t get in touch with you, we’ll go ahead and cancel it.

Your order

When you’re placing an order for any of our furniture, accessories, or home decorating materials, we’ll ask for the full amount to be paid at that time. But, if you place your order and it won’t be delivered for another four weeks or more, we’re more than happy to take a 30% deposit should you prefer. We’ll ask for the remaining 70% to be paid 21 days before your delivery date.

If you’re using our made to order service for upholstery, painted to order service for any Neptune design, or if we’re creating a bespoke piece for you, we’ll ask for the full amount when you place your order, no matter the lead time. This is because Neptune start making these pieces 7 days after the order being placed.

If you need to change the day your order will be delivered that’s absolutely fine, but if this is done more than once within eight weeks of your delivery date, then we’ll need to charge you. This will be charged at €50 per week to cover the cost of storage, as it’s likely your piece will have already been made by this point. Also, if, at your request, the despatch date falls more than 12 months after you place your order, we’ll change the cost of your order to reflect our current prices.

There are a few pieces that we’ll need to design together in-store, so we can get them spot-on for your space and organise professional fitting (like our Pembroke shelving and larger Chawton furniture). For these, we’ll create a quote before you place your order. This will be valid for 28 days, or until Neptune’s next price review (they do these twice a year on 1st March and 1st September), whichever’s soonest.

Delivery

We know that life can be busy and waiting in for a delivery can get in the way. That’s why, for any order delivered with our white glove service, we’ll get in touch beforehand to arrange a date and time that works for you. If your pieces are on the smaller side, we’ll deliver them through one of our approved couriers.

If your order is over €5,000, your delivery will be free. For orders under €5,000, delivery charges vary from €30 to €150 depending on the weight/volume  and location of delivery

Please make doubly sure your new piece will fit through doorways and tight turns, up staircases and underneath ceilings, and if door frames, windows or banisters needs to be removed to get it in, that you do this before we arrive. We’ve put together a Will it fit? guide to help you prepare and to ensure your delivery day goes smoothly.

While we’ll always do our very best to make sure your order is delivered on the day we say it will be, very rarely unforeseen delays can happen. It goes without saying that we’ll reschedule as soon as possible. Also, it can occasionally take us a bit longer to deliver to remote locations. And sometimes deliveries can come from different locations and arrive separately, but you won’t be charged extra for this (unless you have specified you require different delivery dates).

Cancellations and returns.

While we hope that you’ll be thrilled with your new Neptune design, if you’re not that’s fine too.

Cancellations

If you wish to cancel an order for any of our furniture, accessories, or home decorating materials, you can do so prior to despatch.

Made to order – When it comes to designs that are made to order, if you wish to cancel, you will need to do so within 7 days of placing your order to be fully refunded. You will not be able to cancel, amend or return your made to order design(s) once the 7 days has passed.

Painted to order – When it comes to designs that are painted to order and our painted fitted pieces (kitchens, bathroom cabinets, Buckland bench seating, Pembroke shelving and Chawton), if you wish to cancel, you will need to do so 28 days prior to your delivery date to be fully refunded. You will not be able to cancel, amend or return your painted to order products, once the 28 days has begun.

Returns

We have a 14 day returns policy, and we’ll happily take back most products as long as it’s in its original packaging (unless we took this away for you) and without any signs of use.

Other than that, there are a few things to know:

• You can return your delivery on the day if you’re not happy with it. Just let us know before we leave, and we’ll take it away for no additional charge. We’re afraid that we won’t be able to refund your delivery charge.
• If we require a courier to collect the item we will charge you the courier charge
• For furniture delivered with our white glove service, we’ll need to charge €100 to pick up the piece you’re returning, unless you tell us when we deliver it and we take it back with us free of charge.
• You can only return a mattress if it’s still in its unopened plastic wrapping.
• You cannot return cut to order fabric, appliances, wall coverings, flooring or paint
• And, if you bought your design on-line at Neptune.com/en-ie please use the return card that came with the item to send it back to the UK.

We take our delivery service seriously and our suppliers use packaging to make sure that what’s inside is wrapped up safe and tight. But in the (very) unlikely event that you spot something not quite right, just let us know as soon as you spot the problem along with some photos if you can, and we’ll get it sorted. Please leave the item in place in your home, unless unsafe to do so, while we resolve the issue to your satisfaction.

To arrange a return please just call us on 014063882. Accessories should be returned in store.

The only other thing to say is that, if you’re using our kitchen or home design services, you might order things such as appliances and taps through us that come from one of our third-party suppliers. Their own returns and guarantees policies will apply, rather than ours.

Rest assured that your statutory rights are unaffected.

Guarantees

Peace of mind is a lovely thing to have. It’s why Neptune guarantee all their products. We doubt you’ll ever need them – Neptune put a great deal of care, thought and attention into each Neptune piece – but they’re there just in case you ever do.

Neptune designs, from tables to flooring to paint, are made from natural materials wherever they can. Changes in colour, texture, and wood grain, knotting in wood, variations in glass finishes, as well as slubs in fabrics etc. are just a lovely characteristic of this.

When it comes to paint in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. Because our paint is produced using natural pigments and materials, there can be some colour variance across different batches too. As a result, when buying painted furniture, Neptune recommends buying all the designs desired, in a particular colour, at the same time. When buying paint for decoration, and more than one tin of the same colour, Neptune recommends that the tins are mixed beforehand. When redecorating a previously painted area, we advise completely repainting rather than ‘spot’ repairing for the most consistent finish.

Neptune one-year and five-year guarantees

Neptune guarantee our accessories and parasols for one year.

Neptune guarantee their furniture and Neptune manufactured sinks and taps for five years. This excludes any third-party suppliers and light bulbs.

When it comes to upholstered furniture – sofas, armchairs, footstools, ottomans, headboards, and dining chairs – Neptune guarantee the fabric and cushion inners for one year, and the frame for five years. They do not guarantee any fabric that has faded as they respond to sunlight exposure.

When it comes to timber it’s natural for wood to move a little. You might notice throughout the seasons that your cupboard doors, drawers and oak surfaces shift slightly, and small cracks may appear in any of your designs. It’s just the timber adjusting to the temperature and humidity of your home. Neptune guarantee their designs against manufacturing faults for five years. Please get in touch with us at customerservice@globalvillage.ie where Neptune will review any concerns on a case-by-case basis and work with you on a suitable solution.

The things they don’t cover

• Pieces that you’ve changed or repaired yourself
• Accidental damage, weather related damage, anything that you’ve caused by neglecting your piece or not following our care guide.
• Normal wear and tear (like dents and scratches)
• Natural changes, like fading and cracking or knotting in timber, and colour changes in fabric and paint.
• Rust damage – it’s easy to avoid, and advice is included in the care guides.
• Appliances, sinks and taps from a no-Neptune supplier.
• If you take your piece outside the country, you bought it from, or use it somewhere that’s not a home
• Ex-display pieces
• Resold items and second-hand designs.

 Faulty

Of course, whether your design is bespoke, made to order, fitted or not, if there are any faults, knocks or bumps that we’ve caused, Neptune will review this on a case-by-case basis and work with you on a suitable solution.

• We will require proof of purchase (original receipt or order confirmation) in order for Neptune to review.
• If we can’t repair your piece, or bring it back to Neptune expected standards Neptune will replace it with the same design or one that’s similar.
• If Neptune can’t replace your design with something similar, we will discuss any remaining options including a refund.

Ex-display designs

Buying one of our ex-display furniture designs that have been on show in our stores is different to any of our other pieces:

• These designs are all ‘sold as seen’ – they might have the odd knock, bump, or scuff on them, and though we’ll do our best to point these out to you, you’ll need to have a good check over to make sure you’re happy with its condition.
• We need to organise having it delivered – and a delivery charge will apply. We will not accept responsibility for any damage once it has left our showroom.
• You’re not able to return or exchange your ex-display design, and it’s not covered by Neptune guarantees.

Gift cards

Whether you’re buying a gift card for someone, or someone’s bought one for you, here’s everything you might want to know – including what to do if it’s gone missing.

Buying a gift card or e-gift card

You can buy a physical gift card between €10 & €5,000. All gift cards need to be collected in store and should be treated as cash as they can not be replaced if lost. We ask that gift cards are spent as soon as possible but we can honour the gift card for 5 years form the date of issue. Our gift cards are issued by Neptune by Global Village and can not be used for purchases at Neptune.com/en-ie

Neptune Promotional gift cards

Please see dedicated promotional terms and conditions for how to redeem.

Our Design Services

 Ordering your kitchen

You’ll order your kitchen through one of our in-store kitchen designers. They’ll guide you through the process from start to finish, as well as put together all your designs, plans and quotes. We charge €500 for this service, but you’ll get that back if you decide to go ahead (we’ll take it off the price of your kitchen).

We know you’re very excited about your new kitchen, but there are a few bits of paperwork that we’ll need to make sure you’ve signed first. This includes a copy of these terms, as well as any separate terms for installation and your work surfaces, plus the plan and quote from your designer. Just make doubly sure you’re happy with your plan and quote, because once you’ve signed them off, you won’t be able to ask for any more changes.

As this can be a big purchase, we only require a deposit of 30% (non-refundable), with the remaining 70% due 21 days before your delivery date. When it comes to installation, the cost of this should be paid straight to your Neptune approved fitter recommend by us.

If you’ve decided to have your Neptune kitchen fitted yourself, rather than using one of our approved fitters, you’ll also need to make sure of a couple of extra things:

• You’ve thoroughly checked the designs
• Your fitter is capable of installing a timber kitchen (it’s a process that’s quite specialist, and different to installing a kitchen made from MDF or chipboard)
• And that your fitter has read and understood Neptune’s installation guide

We’re afraid that, if a problem comes up because of one of these things, you won’t be able to return your cabinetry.

Neptune lifetime guarantee for kitchens

Neptune build their kitchens to last a lifetime, so that’s how long they guarantee them for.

Their lifetime guarantee covers:

• The structure of your cabinets (in case they move, warp, bow or crack more than we’d expect to happen naturally)
• All hardware such as hinges, handles, runners, and catches

But it doesn’t cover:

• Kitchens not installed by one of Neptune’s accredited or recommended installers.
• If you move home and leave your kitchen behind – Neptune are not able to cover the new owners.
• Work surfaces – our specialist suppliers guarantee these. Usually ten years for Dekton, up to 15 years for natural stone, and 25 years for Silestone. We’re afraid that any oak work surfaces don’t come with a guarantee though.
• LED strip lights – again, our partner company that makes these covers them, this time for two years

Whether your guarantee is with Neptune or one of our other suppliers, we’ll try help if something goes wrong. Just get in touch with your kitchen designer and we will point you in the right direction.

Home Design Service

Our home design service is where you’ll work with one of our in-store designers on all the aspects of your room, from flooring and paint colours to furniture and accessories.

Ordering, delivery, returns, and guarantees are just the same for any pieces you buy through this service as they are normally.

The only thing to mention is that there’s a non-refundable design fee that you’ll need to pay before we can visit your home and start working on your plans. Design fees vary depending on the amount of rooms and other variables. We will provide you with design fee pricing in advance of any visit. If you go ahead with your Home Design, we’ll deduct your design fee from your order total.

Flooring

Because we work with specialist makers for flooring, the ordering, delivery, returns and guarantee details vary.

Stone flooring

Placing your order

When you come into store, we’ll also be able to give you a quote based on the amount you need – we just ask that you work this out beforehand. If you want to avail of a measuring service a €70 fee will apply. Your quote is valid for 28 days after we’ve given it to you, or until the next price review (usually twice a year on 1st March and 1st September), whichever’s soonest. Due to the nature of these products the delivery charge is worked out during the quotation process and will vary depending on quantity ordered and the delivery location.

Please double check your measurements carefully before you place your order; if you need to order more tiles later, our suppliers can’t guarantee that they’ll match. Because they’re made from natural stone, there will always be some variation between individual tiles. It’s also best if you order an additional 10%, for cutting waste & breakages.

Delivery

Stone tiles will come straight to you from our specialist flooring partner and all such orders need to be paid in full at the time of order. The delivery company will contact you directly to arrange the delivery.

On the day, your delivery team will take the tiles to the nearest hard surface outside your home. They’re not able to carry them indoors or over soft, sloping, or uneven surfaces, or take away the packaging. And because they’ll need to use quite a large lorry to deliver them (it’ll have either a tail lift or mechanical grab arm to lift the tiles off the lorry), it’s important that you let us know about any restrictions beforehand so the delivery comapny can find the best workaround.

You must check all of the boxes of tiles for batch variance, colour variance and suitability prior to installation. This includes ensuring the tiles you have been delivered are the tiles that you ordered. Our suplliers will not accept any liability in relation to incorrect or damaged tiles once installed.

 Cancelling and returning

You cannot cancel your order 7 days after the date of order and you cannot cancel or return your stone flooring unless it is deemed to be faulty.

Of course, this doesn’t affect your statutory rights.

Guarantees

Our specialist stone partners don’t offer a guarantee on stone flooring, because of the nature of the material they’re made from. Changes in colour, texture and pattern in natural stone are completely normal and to be expected.

Wood flooring

Most of the things that apply to stone flooring are also the case for timber. There are just a few differences:

• Once you’ve worked out how many metres you’ll need, you should add an extra 15% on for wastage.
• You’ll need to be home to sign for your flooring, because we want to make sure it’s not left outside – even though it’s packaged up, the timber could be damaged outside.
• You are not able to return or cancel it unless it’s faulty.
• Please read the suppliers guidelines on acclimatisation timeframes prior to installation.

Curtains and blinds

Measuring up and getting a quote

All our curtain and blind orders start with a quote. It’ll be a rough estimate of how much yours will cost based on the measurements you give us.

Your quote is valid for 28 days after we’ve given it to you, or until the next price review (we do these twice a year on 1^st March and 1^st September), whichever’s soonest.

If you place your order after this, we’ll need to put together a new quote first.

The only time it might change is when the fitter will visit your home to take measurements. If they’re different to the ones you gave us, your quote will go up or down too.

This in-home measuring service costs €70 inc. VAT, but we’ll take that off the price of your curtains, and we’ve found it’s the best way to get truly spot-on measurements.

Placing your order

Once you’re happy with everything, we’ll place your order and send it to our expert curtain makers so they can get started.

We’ll give you a breakdown of your order – just double check it’s all there. We’ll also ask that you pay the full amount at this point and let us know the best dates for us to install your curtains or blinds, and if we’ll have any problems getting to your house.

About our curtains and blinds

The fabrics Neptune use for curtains and blinds are made using natural materials like cotton, linen, and wool, which can shrink a little in the moisture and heat of your home. That’s completely normal though and should only be by about 5%. If you think they’ve shrunk any more than that, just let us know and we’ll look into it.

The sun can also be a bit of a problem and can make some fabrics fade (especially dark or bright colours). That’s why Neptune recommend all curtains and blinds are lined – the lining fabric will protect the face fabric from the light.

And rest assured that we’ll always make curtains as exact as possible. They’re all made by hand though, so a little variation is possible. Curtains will be within 2cm and blinds 1cm of the measurements we took.

Installation

We know you’re excited to welcome your new curtains or blinds home, but there are a few things to bear in mind first.

We’ll work out a date and time for your installation at least two weeks beforehand – just know that it’ll need to be from Monday–Friday between 9am and 5.30pm. If anything changes, just let us know up to seven days beforehand, otherwise we might need to charge a rescheduling fee of €70 to cover the admin costs.

We also ask that you get the area around your window ready for us – as long as it’s clean and clear, the fitter will be able to get to work.

This installation service costs will be included in your quotation but we may specify that you pay this directly to the fitter.

Guaranteeing your curtains and blinds

Our makers put a great deal of care and attention into making curtains and blinds, as well as the fabrics themselves. But we know that peace of mind is a lovely thing to have.

That’s why we offer a one-year guarantee from the day we install on curtain tracks, blind mechanisms, and fabric (except for colour changes) and 30-days on the installation. So, if anything goes wrong in this time, just let us know.

Cancelling and returning your curtains and blinds

We always want you to be over the moon with your purchases from us, but because curtains and blinds are made bespoke just for you, but we can only take them back or exchange them if something’s wrong with them.

If that happens, just let us know and we’ll either fix the problem or replace them. Please also send us a few photos if you can too.

And if you change your mind straight after you’ve placed your order, don’t worry. Let us know within 48 hours and we’ll cancel it.

Of course, this doesn’t affect your statutory rights.

Fabrics

For fabric purchased by the metre that you’re planning to make into curtains, using for upholstery etc, please check it for any pulls, flaws or colour variation before beginning your project. Neptune can’t be held liable for further costs incurred other than the value of the fabric itself. If you find anything not quite right, please let us know and we’ll see if Neptune will replace the affected fabric.